Case Study: Kijiji achieves streamlined contact center QA and faster agent improvement with Medallia Agent Connect

How Kijiji Uses Stella Connect to Streamline and Supercharge Its Contact Center QA Program

Kijiji, the eBay‑owned classifieds leader in Canada with millions of monthly visitors and nearly 2 million new weekly listings, faced an inefficient contact center QA program. Supervisors spent up to half their week randomly reviewing a small number of calls using a 40‑item, subjective scorecard, leaving them without clear insights into who needed coaching or which issues mattered most—and agents often disputed scores that affected their bonuses.

By implementing Stella Connect’s real‑time customer feedback, Kijiji replaced the old process with targeted, timely micro‑coaching fueled by star ratings, named “areas of improvement,” and first‑call resolution metrics. Supervisors can now spot coaching opportunities throughout the day, agents receive accepted, actionable feedback and self‑correct faster, and performance management has become more efficient and effective—driving quicker individual improvement and stronger contact center results.

Kijiji

Graham Jones

Help Desk and Operations Manager